With Freshdesk, you can add multiple email addresses and map them to your product portals. This feature available from Growth plan and above, makes it easier to manage all of your support queries from one place. Once you configure the forwarding rule correctly in your mailbox settings, the emails sent to the support inbox will automatically flow as tickets in your helpdesk.
Consider a scenario where you have added a new support address - firstname.lastname@example.org and mapped it to a portal.
When a customer sends an email to email@example.com, the agent's response to the ticket is from firstname.lastname@example.org.However, when the customer raises a query from the portal by clicking on the "Submit a new ticket" option, the agent's reply is sent from the Global support mail, which is the primary email by default.
As an Administrator, you can locate your current primary global support email address by navigating to Admin > Email > Email settings page. The email address with the active star icon is your primary support email.
You can also change this by selecting the star icon next to the email you wish to make the new primary global support email address.
When an agent wants to send a response from a different email other than the primary email, they can choose from the drop-down next to the "From" address section.
Note: Only the verified email addresses will be available to select under the ‘From’ dropdown. Please navigate to Admin > Email > Email settings to find the list of verified addresses.